About this role
The Opportunity:
Avantor is looking for Analyst – Change and Configuration Management as a member of IT Service Management monitoring team, reporting to the Senior Manager of IT Services, you will be responsible to monitor servers, networks, databases, storage and backup devices for proactive identification of incidents. In this well-respected IT group, you will enjoy a wide variety of self-directed work within a supportive team environment. MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance) · Support end-to-end Change Management processes in alignment with defined standards and procedures · Review change requests for completeness and accuracy before submission for approvals · Coordinate change schedules and maintain the change calendar · Prepare and host Change Advisory Board (CAB) meetings, including documentation and follow-ups · Ensure proper documentation and audit readiness for all change records · Assist to maintain and update Configuration Items (CIs) in the CMDB to ensure data accuracy and completeness · Support CI lifecycle activities including creation, modification, and retirement · Assist in maintaining CI relationships · Ensure compliance with established Change and Configuration Management processes · Monitor process adherence and highlight deviations to the Assistant Manager · Support the tracking and reporting of KPIs and SLAs · Assist in audit preparation by maintaining required documentation. · Support the coordination of Major Incident bridges and ensure timely communication to stakeholders · Track major incident progress, actions, and resolution updates in real time · Ensure all major incidents are properly logged, categorized, and documented · Assist in preparing and publishing incident communications and status updates · Coordinate with technical teams to ensure adherence to defined MIM processes · Support post-incident reviews (PIRs) by gathering data, timelines, and documentation · Maintain records of major incidents for reporting and audit purposes · Track action items from PIRs and follow up for closure · Support the end-to-end Problem Management process, including identification, logging, and tracking of problems · Assist in root cause analysis (RCA) documentation and ensure proper records are maintained · Coordinate with technical teams to drive timely problem investigation and resolution · Track known errors and ensure they are documented in the Known Error Database (KEDB) · Ensure problem records are updated with progress, workarounds, and resolutions · Support closure validation to ensure problems are resolved effectively · Assist in generating reports on problem trends, RCA quality, and resolution effectiveness QUALIFICATIONS (Education/Training, Experience and Certifications) · Bachelor’s degree in Computer Science, Information Technology, or a related field is required · 1–3 years of experience in IT Service Management (ITSM) processes, preferably in Change, Configuration, Incident, or Problem Management · Basic understanding of ITIL framework; ITIL Foundation certification is preferred (or willingness to obtain) · Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, or similar platforms) is required · Familiarity with Change Management and CMDB processes and lifecycle is preferred · Understanding of IT infrastructure environments and configuration item relationships is desirable · Experience in data analysis, reporting, and process tracking is preferred · Strong attention to detail and ability to manage multiple tasks in a structured environment Good communication and coordination skills to work with cross-functional teams. KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) · Working knowledge of Change Management and Configuration Management processes is required · Ability to create and manage notifications, dashboards, and reports within ITSM tools · Strong analytical and problem-solving skills with attention to detail · Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Visio) is required · Ability to manage multiple tasks and coordinate cross-team activities effectively · Good communication and interpersonal skills, including active listening · Ability to support and contribute to continuous improvement initiatives · Strong organizational and multitasking skills in a fast-paced environment · Ability to document configuration changes and track process performance · Willingness to learn and adapt to new tools, technologies, and process enhancements General Reference: · A strong understanding of IT service management frameworks such as ITIL is required. · Knowledge of ITSM processes, principles, and best practices · Good understanding of IT operations and infrastructure concepts · Familiarity with network infrastructure, servers, databases, and cloud environments, and their impact on service delivery is desirable.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.
Why Avantor? Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor. We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!
EEO Statement: We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
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